We worked with our Front Desk team to create an incentive that really motivated them to get those 9’s and 10’s on SALT surveys. Every time they were rated a 9 or 10 for check-in or check-out, they got their name in a drawing. Every week, we’d pull someone out of the drawing – sometimes 2 or 3 people because it’s a pretty large group – and we would give them different logo items that I would package up and turn into pretty gifts. They also got their name and picture on the wall and were the SALT champion for that week. And at the end of the program, the big prize was a weekend stay at one of the Four Seasons properties on the big island of Hawaii, and that was given out to the people who got the most 9’s and 10’s. It was a great prize and was very motivating for the team.
These were the results of the program:
Our Overall Service score went from 57.9 to 60.4.
Our Speed and Efficiency of Check In went from 49.7 to 51.5, and we improved year over year to 56.4.
Hospitality of Front Desk went from 59.1 to 64.9, and we improved year over year to 67.2.
Posted on Jul 11, 2011